Associate Director, Client Services

IQVIA•Durham, NC

54d•Remote

About The Position

Associate Director, Client Services - Clinical Trial Payments Overview IQVIA is a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry. IQVIA creates intelligent connections across all aspects of healthcare through its analytics, transformative technology, big data resources and extensive domain expertise. We are currently seeking an Associate Director of Client Services to join our Global Investigator Payments Delivery team (GIPD). This team supports our Clinical Trial Payments team in streamlining financial processes for our clients' projects. The Client Services team focused on overseeing the delivery of CTP solutions on client projects in a global environment, serving as a key point of contact for our clients and overseeing the activity of our internal service delivery team. Ultimately, our Client Services team is responsible for ensuring that our services are delivered accurately, on time, and pursuant to our statement of work. The Associate Director, oversees a team of Client Services Managers and Leads to support clients with clinical trial payments, ensuring projects are appropriately resourced, employees are properly trained, and project objectives are met. The selected candidate will work with leadership in formulating effective strategic goals and objectives for assigned clients, and will serve as an expert resource for internal and external stakeholders alike.

Requirements

Bachelor's Degree and/or equivalent combination of education and experience is required.
This role requires 5+ years of relevant project, client, and people management experience.
People and project leadership experience with the ability to manage through metrics is required.
Experience in managing staff within a large corporate or mid-size environment is highly preferred.
Must be customer focused and have excellent written and oral communication skills
High energy, self-starter with the ability to work in a team environment, as well as independently
Able to think independently, and to analyze and solve problems creatively
Strong time management and planning skills
Detail oriented, analytical and able to meet competing aggressive deadlines
Comfortable working in a global company environment
Strong PC skills (i.e. Microsoft Office, VISIO, SAP-Business One, SharePoint & Spotfire)
Occasional travel may be required in this role.
Please Note: In order to be eligible for this remote role, you must reside within the country in which the position is posted.

Nice To Haves

Experience in the Clinical Research industry is highly preferred.
Additional experience in the pharmaceutical, life sciences, and/or healthcare industry is preferred, but not required.
Experience with financial business applications preferred

Responsibilities

Manage staff in accordance with organization’s policies and applicable regulations. Responsibilities include planning, assigning, and directing work.
Support leadership with driving key initiatives, developing and implementing strategies to improve the IQVIA Clinical Trial Payments organization
Provide leadership with timely departmental updates including: key metrics and KPIs; relationship updates with Sponsors; potential risks and mitigation plan Assocd with Sponsor or programs, and departmental updates.
Appraise performance and guide professional development.
Ability to reward and discipline employees, as well as address employee relations issues and resolve problems
Direct the hiring and selection process of new Client Services positions, by participating in the interviewing process.
In conjunction with Mgr/Sr. Mgr, Client Services, ensure that staff has the proper materials, systems access and training to complete job responsibilities, provide oversight for the execution of the training plan, SOP review and training experiences, as applicable.
Allocate resources to clinical trial projects by assigning staff to clinical studies that are appropriate based on their experience and training. May participate in coordinated resourcing process.
Manage the quality of assigned staff's work through regular review and evaluation of work product. This review may include review of written materials, soliciting internal and external customer feedback, and review of project assignment completion.
Identify quality risks and issues and create appropriate corrective action plans.
Ensure that staff is meeting defined workload, quality and budget metrics through regular review and reporting of findings as outlined by Sr management.
May collaborate with other regional and/or global clinical and client teams and other functional leadership to manage project related challenges and to achieve exemplary customer service.
Participate in corporate or organizational quality or process improvement initiatives.
May act as a client liaison in day-to-day relationship governance, escalations and other client-facing initiatives.
May act in a Mgr capacity for enterprise-level client relationships.